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Dispute with Orange over Livebox - help

cushion78
Posts: 2 Newbie
I cancelled broadband account with Orange in Dec 09 and I'm now being hounded for the return of a livebox I never received. When we went wireless in 2006 we used our own router and the starter pack we received from Orange did not include livebox. Orange are saying that they sent an email to my fsnet.co.uk account advising of the dispatch of the livebox and that should I not receive this, I should contact them to let them know. Trouble is I never used that email account so would not have seen this and don't understand why they also didn't send an email to my hotmail account as they did each month to advise of billing. I've written to orange twice now trying to explain the situation to no avail. The letters I have received from orange have ranged from mildly threatening to slightly patronising and customer services are appallingly unhelpful (apart from one person who was very sympathetic). I'm aware this is a case of my word against theirs, but how do I get them to waive the 100pound charge?
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Normally the router when delivered would have to be signed for, it would either be sent courier or recorded delivery-ask them to produce the POD.No free lunch, and no free laptop0
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Thanks macman. I did ask if there was any record of it being signed for and was told about the email. I'm already composing next letter and will include this request. Orange really are something else! When I spoke one of their customer service personnel today, any attempt at discussion around the issue was effectively closed down, with "your record shows that a decision has been made not to waive the charge" ad nauseum! No flexibility and no respect for their customers! Appalling.0
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Thanks macman. I did ask if there was any record of it being signed for and was told about the email. I'm already composing next letter and will include this request. Orange really are something else! When I spoke one of their customer service personnel today, any attempt at discussion around the issue was effectively closed down, with "your record shows that a decision has been made not to waive the charge" ad nauseum! No flexibility and no respect for their customers! Appalling.
Perhaps someone else can confirm if Liveboxes require a sig on delivery? If so, and they have none, that's your get out, the email is irrelevant then.
Option 2, buy an old one on eBay and send them that, odds are they won't cross check the serial number.No free lunch, and no free laptop0 -
Hi cushion78,
Sorry to read of your problem. If you can email me the landline number that was attached to the account, I will look into this for you. Please use the email address in my profile page and include your best contact number.
I hope this helps.
Jonathan
Orange Response Team“Official Company Representative
I am the official company representative of Orange. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
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